Hi ​@Ronson789,

Sorry to hear you’ve had a frustrating experience on Live Chat. The reason for this is that, for certain account-specific queries (such as checking payments, direct debits, or making changes), we’re required to carry out extra identity verification to keep your account secure. Even though you already have a customer PIN, some requests involve sensitive financial information, so additional checks like ID or a selfie may be needed to make sure we’re speaking to the correct account holder. That said, I’m sorry you didn’t get a clear response at the time regarding your direct debits.

I've just sent you a private message to help get this sorted.

To find it, click your profile picture in the top-right corner and select ‘Private Messages’.

You can also use this direct link to your inbox: https://community.idmobile.co.uk/inbox/overview 

We'll speak to you there.

Regards,

Gemma M

The iD Mobile Social Media Team

There is no policy or information on the ID website to let customers know. I have asked for a copy of the policy and to speak to the manager to which Zintie disappeared . No policy on how this information is handled stored in line with ICO . I am not convinced that this level of information is required and certainly not by law. 

Furthermore there are other ways to verify info such as last 4 digits of bank details etc. 

Even the bank customer services dont ask for all this ! 

It would help if phone numbers are added to the DD reference details or at least last 5 numbers so we can tell what number they are for!!!!! 

Hi ​@Ronson789,

Thank you for your response and I am truly sorry for the issues that you faced. As this is a public platform, I would not be able to look into this from here. 

A private chat has been set up so that I can continue to assist you from there. 

Regards,

Gemma M

The iD Mobile Social Media Team